IT Support Analyst II

Reliance S.A.S • Scottsdale, AZ

256d

About The Position

The IT Support Analyst II is responsible for providing excellent customer service to end-users by delivering practical solutions to a wide-range of applications/technology problems and issues, and training of technology. The IT support Analyst II is a first level of support for customers within the organization. The IT Support Analyst II must be a skilled communicator with the ability to gather customer information, break down low to medium complex problems, and identify solutions to quickly resolve reported issues. The IT Support Analyst II is expected to ensure all reported problems are recorded into the IT Service Management System (ServiceNow) and ensure compliance Service Level Agreements (SLAs) based on the severity of reported issues.

Requirements

• Bachelor's Degree or equivalent work experience in a related field required.
• 3+ years' experience supporting desktop and application technologies required such as desktops/laptops, printers, and handheld scanners along with a strong working knowledge of the Windows OS and desktop productivity tools such as MS Office.
• 2+ years' experience supporting applications and technologies such as Virtualization Technologies, Active Directory, Networking Protocols (e.g., TCP/IP, DNS, DHCP), VPN Applications, Microsoft Products and Applications (e.g., Windows OS, Office Suite, Teams), Web Browser Support (e.g., Chrome, Edge), IT Service Management Systems (e.g., ServiceNow), Operating Systems (Windows, MacOS, Linux), Mobile Device Management (MDM) solutions, File Sharing Platforms (e.g., OneDrive, SharePoint), Remote Desktop Protocols and Tools, Email Systems and Protocols (e.g., Microsoft Exchange, Outlook, IMAP/SMTP), Endpoint Security Solutions, Printer and Peripheral Support, Collaboration Tools.
• Ability to effectively communicate, both verbally and in writing, at all levels including customers, vendors, peers, business stakeholders and management required.
• Must be self-motivated and able to work independently, with minimal supervision and as part of a team.
• Detail oriented with excellent interpersonal communication skills.
• Excellent customer service skills.

Nice To Haves

• IT certifications or equivalent work experience preferred.

Responsibilities

• Provides technical support via telephone, email or online to end users on a variety of application and technical issues.
• Gathers the customer's information and determines the customer's issue by analyzing the symptoms and figuring out the underlying problem.
• Determines severity of problem and ensures response time is minimal through triage process.
• Provides practical solutions to a wide-range of applications/technology problems/issues.
• Identifies opportunities for more efficient and effective incident response through the implementation of automated monitors and corrective action procedures.
• Identifies, troubleshoots, researches and resolves basic technical problems.
• Uses Knowledge Base to identify problems and possible solutions.
• Documents and disseminates identification and resolution of problems to avoid future redundant work efforts.
• Contributes to the Knowledge Base and communicates across the team.
• Develops and maintains strong relationships with customers by listening, understanding and responding to their needs.
• Ensures and complies with customer response timeline (SLAs) based on the severity of reported issues including documenting concise and accurate status information in the ServiceNow ticketing system.
• Anticipates customer's needs and moves to effectively address issues.
• Establishes relationships with customers providing education/training as appropriate.
• Delivers high quality solutions that meet the organization's needs.

Benefits

• Hybrid work environment.
• Office setting; controlled temperature environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Insurance Carriers and Related Activities
• Education Level: Bachelor's degree